Item Details NEEDS attention - causing bad review

[OdysseyCache]

The fact that item details cannot be easily viewed is a major problem and causing problems for both buyers and sellers. I personally have stopping buying things on Etsy on my phone because I cannot see the item descriptions. I have had 3 reviews between 2 shops that were a direct result of this issue. In my other shop, a recent review caused me to removed from star status. Had the customer been able to read the item description, she would have realized the item was one sided, and not a 360 arrangement. I am now going to request the review be removed. Another customer on this shop complained strand of beads was shorter than expected even though it was described as 6 inches and had a photo showing it was 6 inches. My finished works are detailed and needs good descriptions to understand what they are buying. If there is not a good description on something I am buying, I will skip over it. It may be time to start looking at other seller platforms if this is not remedied. You are on a downhill slide Etsy and this last change is a MAJOR problem.

[BagmakerSupply]

@OdysseyCache: Totally agree with you that item descriptions should be more prominent and easier to access but the tin foil cap side of me suspects that Etsy feels (after testing) the primary image and title should do the entire job and reading the description just delays the purchase decision.

Do keep in mind that there are very few legal reasons to remove a listing and unfortunately buyer error or reading comprehension is not one of them.

[JustMeToo]

@OdysseyCache   I only looked at the 3mm strand of brown beads.  The length is so far down in the description that most will never see it.  Many don't read descriptions at all!  If the length is important, then it should be listed in the title, or the first sentence of the description, in upper case, if need be.  Your descriptions are much too long, and most will never read the whole thing, so any important points should be right at the beginning, or even in a photo slot.

[OdysseyCreations]

Thank you for your feedback. I did see that too and will take into consideration.

[ArtDollsbyJD]

On the app the description is known as details and this is common on all applications that I have experienced using a phone.  Most people who are heavy phone users should know how things work on phones.

If it is the review for the czech beads the photo is somewhat misleading as it shows more than what a buyer would get which in the title states 50 beads,  If the 4th photo is what the buyer would receive that should be the first photo.  The first photo needs to show exactly what the buyer would get. 

I doubt the review would meet the criteria for removal.

[OdysseyCreations]

I did file a report on the review in my Odyssey Creations shop to Etsy and they did delete it. That bad review was Etsy's fault for burying the description so far. It was not my fault or the customer's fault. It also was out of protocol and really just a question from buyer on how to return, which I answered in a message. Etsy is making it too hard for people to find some things and too easy for buyers to find others. However, I do agree that in the future, I will make most important info more readily available.

[CatsWhiskersCurios]

I never understand why sellers say that the item description is hard to find. It’s not, not on the app or desktop. It’s right underneath the title and ‘add to basket’ button. And it’s way easier to see than the descriptions on eBay. 

[OdysseyCreations]

I will take a second look. Was on my phone the other day and could not find it anywhere.

[PieceByNumberQuilts]

@OdysseyCache  Etsy have been doing some tests this week with moving the descriptions around.  Not sure how many people were affected, or if the testing is paused for now.  I looked the other day on my iPad for the description, and it took three successive clicks to open the complete item description.  It was really almost completely hidden in that test version.

[HauteVintageJewels]

Sigh. Sometimes buyers don't even read the listing title.  I know this because I am repeatedly asked questions that are clearly shown in the titles. Other times, they only look at the first picture, because again, they ask questions that would be answered by looking at all of the pictures. 

I don't understand this failure to go beyond one picture myself, because I want to read the description and see all of the pictures before committing to a purchase.  I guess this is the new breed of image driven, non-reading purchasers.  All I can say is just roll with it and offer returns when they come back saying they thought it was bigger, smaller, a different color, a flying saucer, or whatever!

[OdysseyCreations]

I do agree. You would think on a $90 purchase, they would have read the details. I wrote a couple of nice messages to the buyer and she never responded. If it is returned, I will gladly refund. I do think in the future, especially on large items that are costly to ship both ways, I am going to send them an email to make sure they understand what they are purchasing.

[thegalaxievintage]

Same here.  I lost Star Seller a few months ago due to 2 one star ratings because the buyers didn't read.  Nothing wrong with the items, just 'not what they expected,' 'wanted something with more blue,' or just blatantly ignored the photos, description AND title, then blamed me for their laziness when they were disappointed with what they'd bought.

I'm so over crappy buyers like this.

[OdysseyCreations]

It is for exactly this reason that I am considering just shutting down the shop through the holidays. I have done it in the past, and will likely do it every year. Closed from early to mid November until after Christmas, and then maybe I can enjoy my holiday season a bit more. People are just so busy and buy on such whims these day and used to free returns through Amazon and don't understand that it doesn't work that way everywhere else. No idea what happened to the arrangement. It could be sitting in the dump or on it's way back. Very sad.

[OdysseyCreations]

For what it's worth, I often point out to them that our business on Etsy relies on good reviews and I have seen bad reviews from not reading the description and/or title actually cause small new shops to have to shut down. It's one thing if it's blatantly the seller's fault, but "not expected" is no reason to cost the seller money by ruining their star status. In worst case scenarios, I have never given less than a 4 star review and the seller would have had to mess up on several things there and not resolved them after contacting. Buyers - please ALWAYS contact the seller first!

[HauteVintageJewels]

@OdysseyCache It certainly couldn't hurt to follow up the order with an email, just to make sure they are good with everything.  There are times when I sell a vintage or antique piece that may have minor flaws or irregularities.  I always contact the buyer to ensure that they are aware of these issues and give them the opportunity to cancel before sending those out.

[PlatypusDream]

I would suggest including ONLY the number of items for sale in your photos to avoid this confusion. 

Don't show a bunch of strands piled up, or more than is included.

I looked at the "NEW Sea green 13mm x 11mm Czech Glass Maple Leaves Jewelry Beads with Matte Finish and Gold Wash - 10 beads" photos.

The title says "10 beads".

The thumbnail shows way more than 10 beads. The video shows multiple strands of more than 10. The third photo slot shows 10, but then the forth shows way more, as does the fifth. The last photo shows 10. So that means that only 2 of 5 photos show what the customer actually gets, and not the video.

You're right - Etsy doesn't make the description obvious. This is very unlikely to change, so you need to way you present the listings so customers aren't confused.

[BlushandRosie]

@PlatypusDream 

Im now confused reading that! LOL

[FLcowgirls]

I have found that supply shops selling beads will always show a far greater quantity than the listing is for as most of time beads may/will vary in color, shape or even design.  I note the quantity the listing is for and always state they will be similar to the ones shown.  I have never had a problem with buyers listing beads this way.

[BagmakerSupply]

@FLcowgirls: You have a very valid point, but I suspect that as Etsy cracks down more and more on perceived violations, shops with 'misleading' primary images are going to start to have issues.

[BlushandRosie]

The ruler listing type in bold 6 Inch strand on the photo and really its not the greatest photo.

Add 6 inch strand in the title.

Id also change the description, start with 6 inch:   6 inch strand of 3mm Opaque Red Czech glass English Cut rounds are a rough cut dark

[HauteVintageJewels]

I just received ANOTHER question from a potential buyer that would have been answered if the description was visible/obvious to them.  I answered the question and went on to suggest, as I always do, that they probably missed it because of how the Etsy listing format minimizes it.  She agreed, and said she didn't even see it or knew that it was there.  So, Etsy, would you PLEASE STOP MAKING OUR DESCRIPTIONS INVISIBLE TO BUYERS?  For vintage and antique items, this is especially critical, as vintage items are never 100% perfect and they have a back story that is important to share with a potential buyer.  This isn't rocket science, and this could be easily fixed if someone cared enough to help buyers navigate the site.